Open an order from Orders, an event's Sales tab or a customer's profile. The top says what it is and who for, such as "Tickets for Amelia Smith", when it was placed, and which campaign it came from, if any.

Every figure is the order as it was charged. Later price changes never rewrite an order.

What was bought

Each line exactly as sold: the ticket or table, how many, the price each and any discount. For tickets, how many are still valid and how many are cancelled. A table shows its guests against its seats, its pricing (Minimum spend or Table price) and what it Includes.

Each line has two buttons:

  • Refund gives money back. See Refund.
  • Cancel tickets stops tickets admitting, without moving money. On a table, Release the table. See Cancel tickets.

Money

What the customer paid, split the way only you see it. You need See financial reports and payouts.

  • Tickets and tables.
  • Booking fee, split into Floorful's share and Your share. The customer saw one line.
  • Customer paid.
  • Refunded, and Floorful's fee returned if it was.
  • Customer ended up paying.

On a table taken with a deposit, the booking fee was charged on the full value committed, not on the deposit, and the screen says so. A balance payment carries no booking fee, because it was charged with the booking.

Refund

Press Refund on a line:

  • How many: on tickets, how many to refund, out of those not yet refunded. A table booking is refunded whole: it is one reservation, not a quantity.
  • Also cancel the tickets: they stop admitting at the door and go back on sale. A ticket that has been scanned cannot be cancelled, so untick this to refund it anyway. Unticked, the tickets stay valid and admit as normal: only the money goes back.
  • Also release the table, on a table: it goes back on sale and the booking no longer admits. Unticked, the booking stays valid.
  • Reason, recorded against the refund. For example "Customer could not attend".
  • Also refund your booking fee: your share of the booking fee is your own charge, so it is your call. Ticked, it goes back to the customer in the same refund. Floorful's share is kept.

Press Refund with the amount. A card payment goes back through Stripe, to the card the customer used. Money taken at the venue is recorded as refunded, and you give it back the way it was paid. You need Refund an order.

Refunds

Every refund on the order is listed with its amount. Each says Sent through Stripe or Given back at the venue. A card refund that has not reached Stripe yet, for example one recorded as owed when an event was cancelled, shows not yet sent, with Send through Stripe to send it now.

Cancel tickets

For tickets that should no longer get in, without money moving, for example a no-show. Press Cancel tickets:

  • How many to cancel, out of those still valid. A ticket that has been scanned cannot be cancelled.
  • Reason (required). Shown on the ticket and at the door. For example "Did not show by 1am".

The tickets stop admitting and go back on sale. If a refund is owed, refund it separately. You need Cancel an order.

An unpaid sale

A sale made with New sale and not yet paid says This sale has not been paid for. It holds its tickets until a time shown, after which they go back into stock and the order is marked expired. You can:

  • Take the payment: choose How the money was taken (cash, card terminal, bank transfer or other), add an optional Reference, such as a terminal slip or transfer id, and press Payment taken. Recording a payment here moves no money: it says your venue took it itself, which is why no Floorful fee applies.
  • Issue the tickets, on a complimentary sale. There is nothing to take.
  • Discard this sale: the order is closed unpaid and its tickets go straight back into stock. Nothing was charged, so there is nothing to refund.

If it ran out of time, it says This sale was never paid for. Send a new payment link to bring it back, or start a new sale.

For a sale paid by link: the link with Copy, when it expires, who sent it, and whether the customer has opened it and how many times. The order holds its tickets, and any table, until the link is paid, expires or is withdrawn.

  • Email the link sends it to the customer, again if needed. The card says when it was emailed, or why the email failed.
  • Withdraw the link stops it working straight away, even for a customer who has it open. The sale stays, holding its tickets for another 30 minutes, long enough to send a corrected link. Add an optional reason. To give the tickets back now, discard the sale instead.
  • Create a payment link, on an unpaid sale without one. Choose how long it is Valid for.
  • Send a new link and revive the sale, on one that ran out of time. Its tickets and any table are taken again at the price agreed, if they are still free.

You need Send a payment link.

Table booking

On an order with a table, a box shows the booking as a whole: what was committed, what has been taken and what is Still owed at the venue, Due back, or Paid in full. It lists the Deposit and each Balance payment, and any Table changes, such as "Moved from Table B2 to Table B3".

  • Collect balance, Refund balance and Change table work as on the event's Sales tab. See Event sales.
  • If a balance order is awaiting payment, the box links to it. Take it there, or discard it to send another.

Customer

The customer's name, email and phone.

  • Email tickets sends their tickets again, or Email the card for a membership. The box says when they were last emailed, or that the last email failed. Every sale is emailed within a minute of being paid.
  • Remove personal details erases their name, email and phone at their request. It cannot be undone. The order, the amounts and the financial record are kept exactly as they are, and their tickets still scan. You need Edit or erase customer details.

Booking terms

The version of your booking terms shown above Pay and accepted by paying, with the date. Read shows exactly what it said.

Payment record

For matching the order with Stripe: the connected account, payment intent and charge, the card, whether 3D Secure was used, and what Stripe reported.

If the customer disputed the payment, a box says This payment was disputed, with the date of the chargeback. Disputes are handled in your own Stripe dashboard.